Stunning Orcon Customer Service Response

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Stunning Orcon Customer Service Response

OldGeek

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#91712 19-Oct-2011 18:53

On September 19 I formally reported the outage on Orcon's NNTP server via their support email address. Today I received an acknowledgement that also asked whether the problem still exists.

I also reported the problem through this forum. It was fixed in few days.

The message is clear - don't use Orcon's support email address - use this forum instead or (presumably) phone the helpdesk if you can tolerate that experience.

openmedia

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#535307 19-Oct-2011 19:11

Interestingly 2 support emails I filed a month ago got a response yesterday.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

robbyp

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#535311 19-Oct-2011 19:17

Yes, there appears to be something wrong with their support. I submitted a support ticket about a month ago, and got an automated reply to say that it would take then at least a week for a reply. I ended up having to get it sorted over the phone, as I wasn't going to wait a week for it to be actioned. A few weeks later I got a reply to the ticket, even though it had already been addressed. I ignored that. Then a week later I got another reply to the same question, but appears to be answered by a different person.

plainoldant

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#536379 22-Oct-2011 10:28

Stunning is one way to refer to their customer service, calling their helpdesk number was painful given time spent waiting for a rep, on a few occasions I waited 30mins (on speakerphone) before being unceremoniously disconnected by them, other times I tried their callback service when, surprise surprise - no one called me back.

jonathan18

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#536870 24-Oct-2011 10:56

plainoldant: Stunning is one way to refer to their customer service, calling their helpdesk number was painful given time spent waiting for a rep, on a few occasions I waited 30mins (on speakerphone) before being unceremoniously disconnected by them, other times I tried their callback service when, surprise surprise - no one called me back.

Exactly the same thing happened to me (get disconnected 2-3 times; leave number for call-back, no-one does...).

Ended up emailing them on 25 September; got a reply finally on 20 September, which included the following:

"My sincere apologies for the delay in replying to your email. We have been inundated with calls (higher than expected) and unfortunately this has caused a delay in our email response time. We have increased the number of Customer Service Representatives replying to our emails. I would like to thank you for your patience and understanding during this time.

From your email I understand you are too happy with the current level of customer support.

I do apologise for the dropping of the calls once you reached the Helpesk, we had been having issues with our internal phone system at that time, due to the number of incoming calls. The numbers have since dropped and the wait time is being reduced to a more acceptable level as we have employed a large number of people."

And my calls had been to sort out some issues for my parents who switched to Orcon on my advice - only to be rewarded with incomplete and incompetent instructions that resulted in a two-month delay to being connected, followed by their phone line dieing for nearly a week (during which it took them days to acknowledge the seriousness of the issue and offer diversion to mobile).

I'm wondering whether Orcon failed to provide adequate resources to cope with what I would guess to be significant increases in customer numbers over this year, due to their highly competitive pricing plans (I for one was glad to get shot of Slingshot!).

Splatty

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#536887 24-Oct-2011 11:30

....

From your email I understand you are too happy with the current level of customer support.

...

Interesting comment / typo in amongst all that from Orcon! Almost saying "Right, you're too happy, let's change that"

listudio

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#536938 24-Oct-2011 14:19

On 15th of September I found I was overcharged by Orcon, I sent out an emaill and got a ticket from an automatic reply. Since then I haven't got any messages from them. As it s not a technique problem and it s not 'an urgent' issue, I didn't ask for help here. I think they will refund me the money anyway, but have no idea how long will take them to do so. I must say I am not stunned by their service because I have 'tasted' it before...

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michaelmurfy

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#536941 24-Oct-2011 14:36

Possibly got their spam filter set to "Kill everything"

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ptinson

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#537507 25-Oct-2011 23:34

OldGeek: On September 19 I formally reported the outage on Orcon's NNTP server via their support email address. Today I received an acknowledgement that also asked whether the problem still exists.

I also reported the problem through this forum. It was fixed in few days.

The message is clear - don't use Orcon's support email address - use this forum instead or (presumably) phone the helpdesk if you can tolerate that experience.

That's my fault sorry.
I went and poked the server with a stick and promptly got stuck into other issues, I never closed the ticket off.
My apologies for this.

PS. I havent had much of a chance to find out what the plan for NNTP is. Once I have I will let you know.

meat popsicle

jnimmo

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#537531 26-Oct-2011 08:05

Just don't bother with Orcon support, full stop.

OldGeek

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#537950 26-Oct-2011 20:37

ptinson:
OldGeek: On September 19 I formally reported the outage on Orcon's NNTP server via their support email address. Today I received an acknowledgement that also asked whether the problem still exists.

I also reported the problem through this forum. It was fixed in few days.

The message is clear - don't use Orcon's support email address - use this forum instead or (presumably) phone the helpdesk if you can tolerate that experience.

That's my fault sorry.
I went and poked the server with a stick and promptly got stuck into other issues, I never closed the ticket off.
My apologies for this.

PS. I havent had much of a chance to find out what the plan for NNTP is. Once I have I will let you know.

Many thanks for following up.

There should be processes in place at Orcon to manage 'tickets' that are independent of the actions of any one staff member. I worked for a multinational IT company for years where reported problems were automatically managed on a daily basis for less-than-critical issues and hourly for the rest.

It would seem that there might be a consultancy opportunity available at Orcon on this!!

networkn

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#537966 26-Oct-2011 21:18

Heh consultancy, I wouldn't waste too much time on it. It seems to me, based on ten years of experience with them, they are systematically going through and removing all the people who used to make their customer service decent!

In my opinion the company is disconnected and arrogant and have ignored case after case of the worst customer care examples he has been sent.

I have found over the years perhaps 5-6 people who are truly exceptional, but they are hamstrung by the fact they are always so busy fixing other peoples mistakes and that in turn slowly wears them down.

I think they need to reinstate the old CEO or appoint a new leader.

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brookz

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#540394 2-Nov-2011 16:59

Worse customer service from any provider I have ever been with. Sick to death of also waiting over 30mins then getting disconnected and then waiting another 30mins to then also get disconnected. With the amount of money these people get from us surely they can afford to hire a couple more staff?? I also get overcharged just about every week and yet they wonder why I don't pay my bill on time.